The Force No Upsell Charge setting in your Route App is a powerful tool that allows you to override standard exchange pricing and enable no-cost upsells on a per-order basis. This feature is designed for exceptional customer service scenarios—but it should be used with extreme caution.

📍 Where to Find It

Navigate to:
Route App > Settings > Refunds
Scroll down to find the Force No Upsell Charge section.

🔧 What It Does

When you input an order number into this setting, Route will:

• Automatically apply a 100% upsell discount to any exchange initiated from that specific order.
• Allow the customer to exchange their returned item for any other item(s) on your store without paying the price difference—no matter how large.

This means a customer could return a $5 item and walk away with a $500 item (or more), entirely free of charge.

⚠ Use With Caution

Because this setting completely removes all upsell restrictions, it opens the door for unintended or abusive exchanges if not managed carefully.

Best Practices:

• Only use this setting in edge cases where you fully understand the customer’s intent.
• Remove the order number immediately after the exchange is completed to prevent reuse or abuse.
• Always confirm with the customer which item they intend to exchange for before enabling this setting - then process it yourself. This will prevent it from being abused.

✅ When to Use It

Here are some real-world scenarios where Force No Upsell Charge may be helpful:

1. Price Increase on Same Item
   • The customer wants to exchange for the same product, but the price has gone up.
   • You don’t have Even Exchanges enabled, so a price difference is normally charged.
2. SKU Recreation in Shopify
   • The product was recreated in Shopify (perhaps with a different SKU), so Route doesn’t recognize it as a valid even exchange—even though it's the same item.

In both cases, applying the setting temporarily allows you to deliver a smooth customer experience without charging more than intended.

🔄 How to Use It

1. Add the Order Number
   • Go to Settings > Refunds in the Route App.
   • Scroll to Force No Upsell Charge and input the relevant order number.
2. Enter the exchange yourself
   • Communicate with the customer to understand their desired exchange and process it yourself to prevent them from mistakenly (or intentionally) abusing the setting.
3. Remove the Order Number Immediately After Use
   • Once the exchange is processed, delete the order number from the setting field to avoid future misuse.

❓Need Help?

If you're unsure whether to use this setting, reach out to our support team at support@frate.co for guidance. We're here to help you make the best decisions for your business and customers.